Customer Service Phone Professionals training course

Do you need to improve the customer service skills of your frontline employees?

Our March 2023 Customer Service Phone Professionals training course is designed to provide students with advanced customer service skills to deliver superior phone experiences day after day, call after call.

Delivered over 3 x 3-hour sessions (total of 9 hours) to minimise the impact on your operations, we’ll teach a structured, yet natural approach (no scripts!) that encourages staff to be themselves and engage with empathy.

Your staff will be coached to progressively learn, build and apply new habits and skills that will transform their psychology and performance to positively impact your customers and business like never before.

First Contact Resolution, Customer Satisfaction, Net Promoter Score, Call Quality and Employee Engagement are all positively impacted through learning how to be both more efficient and more effective in each customer interaction.

This course isn’t just basic platitudes like ‘smile’ when you are on a call. This course has been developed and refined over three decades and leverages the insights and assessment of more than 50,000 phone calls to ensure it delivers more than just theory, it delivers results!

9 hours of training delivered over 3 x 3-Hour Sessions 

The Customer Service Phone Professional public course is a 9-hour course spaced out over 3 x 3-hour sessions enabling students time to learn and apply their new skills in between each session and minimise the impact of off-phone learning.

Private courses can also be delivered (just for your employees) that also enable greater flexibility with the dates, times and duration of the course (e.g. we could deliver it over 2 x 4.5 hour sessions or a single full day session) – contact us for further information.

Session 1

1. The Psychology of Customers

An exploration of what customers want, what customers need and why.

2. The Five Degrees of Service

Introduction & exploration of the Five Degrees of Service call handling model.

3. Engage

Create strong first impressions & have an immediate impact from the start of any phone call.

Session 2

4. Discover

Have better needs-based conversations with mirroring, empathy & listening.

5. Educate

Personalised solutions with proactive checks for improved experiences and resolution.

6. Close

Finish any conversation with structure and warmth with a dose of gratitude.

Session 3

7. Energy & Empathy

How to sound fresh and engaging whilst projecting confidence and clarity.

8. Dealing with Difficult Customers

A powerful 2-step method for responding to challenging customers, emotions & situations.

9. Bring it all together

Embed new call habits learnt through practice with variable contexts and call types.

Unlock the superstars in your team and empower them with premium, transferrable call-handling skills that will assist them in dealing with any type of inbound enquiry or customer type for any industry, product or service!